360 ONE - Service Relationship Manager

Description:

Job Description: Service Relationship Manager

Role Overview:

The Service Relationship Manager in Wealth Management acts as a key client service liaison, ensuring seamless transaction processing, effective query resolution, and superior client engagement to support Relationship Managers and enhance the overall client experience.

Key Responsibilities:

Client Service & Transaction Support

- Execute error-free transactions as per client consent, including Mutual Funds, Equity Trades, Structured Products, Bonds, Alternative Investment Funds (AIFs), and other wealth management products.

- Collaborate closely with documentation teams, clients, and Relationship Managers to facilitate smooth and timely transaction processing.

- Ensure prompt and complete resolution of client queries, coordinating through to account openings and onboarding.

- Manage query resolution within defined turnaround times (TAT).

- Liaise with Operations, Product teams, external service providers, and dealers for accurate product and process classification.

- Coordinate personalized client engagements such as birthday gifts, special occasion gifting, and client event planning.

- Deliver client reports and portfolio statements as requested.

- Support banking-related client servicing needs including cheque referrals, statement requests, Re-KYC updates, and risk profiling.

- Maintain strict adherence to compliance, regulatory requirements, and internal process guidelines in all communications.

Relationship & Portfolio Support

- Maintain and deepen existing client relationships by providing excellent service and managing comprehensive client documentation.

- Proactively engage clients via phone or meetings to support Relationship Managers and enhance client satisfaction.

- Collaborate with RMs to review client portfolios and identify opportunities for improved service delivery and wealth solutions.

- Implement control mechanisms for managing deferrals, exceptions, and risk mitigation.

- Drive continuous improvement in processes and client servicing controls.

- Ensure compliance with internal audit protocols and control requirements.

Qualifications & Skills

- Proven experience in Wealth Management or Financial Services.

- Strong knowledge of investment products, portfolio management, and financial systems.

- Excellent proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).

- Strong communication, interpersonal, and client relationship management skills.

- Ability to work collaboratively with multiple teams and deliver under tight timelines.